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Support Coordinator I (3rd Shift)Stratus Technologies

THIS JOB HAS EXPIRED

Description

Uptime. All the time.

People count on Stratus when their important computer applications need to be up and running all the time.

For organizations and their customers that depend on uptime, Stratus is the proven provider that helps protect lives, money and reputations. By integrating around-the-clock monitoring services with resilient technologies, Stratus delivers "uptime assurance." Long-time customers include credit-card and ATM networks, hospitals, manufacturing and utilities companies, securities and brokerage firms, 9-1-1 emergency call centers, and similar mission-critical operations where the potential harm from service failures is very high. For many computer users today, high-value functions also include e-mail, manufacturing data collection, and customer-facing Internet services ? just about any application that, if unavailable, interrupts the flow of business.

Support Coordinator I (3rd shift position)

Job Summary:

Under general supervision and following established practices and procedures, provide first line technical support via telephone/electronic mail for Stratus customers and partners on a variety of hardware and software products.

Principal Duties and Responsibilities:

Provide initial hardware and software technical support to customers and partners for issues that are initiated via telephone or electronically via the product.
Perform initial troubleshooting and problem determination using available tools and documentation.
Respond to issues within contracted Service Level Agreement (SLA terms).
Interpret the customer's description of the problem into a clear concise call record, including gathering relevant data and diagnostic files prior to escalating issue to next level support.
Determine the severity of the customer problem and route to appropriate technical resource or provide resolution.
Notify appropriate field support personnel of all critical calls logged by customer.
Provide interface between Customer Assistance Center Level 2 and 3 support, field operations and third party customer support organizations.
Place parts orders, including identifying correct revision requirements.
Process changes within customer database and service delivery system as required.
Provide off hours and vacation support coverage as required.
Perform projects and assignments as required.
Minimum Qualifications:

High school diploma or its equivalent; Technical certificate or BS degree is a plus.
Minimum of one to two years customer service or technical experience.
Reading, writing, basic arithmetic, and excellent communication skills, both written and verbal.
Ability to categorize and interpret severity of customer calls.
Broad understanding of hardware and software products.